Extended Stay America Suites Austin Northwest/Arboretum

The front desk was empty from 3 a.m. until at least 7:40, and when someone finally showed up, the service felt creepy. It was the worst hotel experience I’ve had. Hotel 6 is at least two and a half times better. If you want to lose money and sleep, give this place a chance. You may end up sleeping in your car because nobody’s at the desk. They should post online when they’re short-staffed so people don’t waste their time going there.

There was a roach in the kitchenette, and I have a photo and video. It wasn’t the first bug: there was also a large ant in the bathroom sink and a smaller bug in the shower that I worried might be a baby roach. The shower only got lukewarm water, even though the other faucets got hot. Dog urine was left to dry on the hallway laminate, and the place smelled like incense and weed every day. It seemed like more people were using it as a place of business than as a hotel. I waited over ten minutes at the desk for pots, pans, and dishes, then gave up. There’s never anyone there. This was the worst hotel experience of my life. Avoid it.

The staff were the best part. They addressed my mom’s and my concerns, and the room itself was clean, smelled good, and had a fresh coat of paint. Some hallways and common areas had unpleasant odors. The location was better than at other Extended Stays, but after dark it still felt sketchy and I didn’t like going outside. It seemed like some people might come here after hospital visits. I saw a couple with a tiny newborn and two other guests using walkers.

The only good thing was the woman who checked me in at first. She was polite and hardworking, but that couldn’t make up for the condition of the room or the poor service afterward. The stay was nothing like advertised, felt unsafe and unsanitary, and I think a full refund is warranted because the problems were never fixed. The kitchenette tap only ran boiling hot, with no cold water. The toilet needed its float lifted by hand to flush. An outlet cover beside the bed came loose when I plugged in my phone, exposing wires. The TV lost its picture soon after we arrived, and the remote was missing its battery cover. When I asked the desk for batteries, they said none were available until morning. I got some delivered, but the TV still didn’t work. A staff member refused to help when I called to explain, offered no supervisor, and hung up. Getting into the room took over ten minutes. I rang the bell twice without an answer, then called before anyone appeared. Marijuana smell filled the lobby and hallways as soon as I entered the property.